Previous experience in a second-line support role, preferably in a fast-paced environment.
Proficient knowledge of IT systems, including hardware, software, networks, and servers.
Strong analytical and problem-solving skills, with the ability to think critically under pressure.
Ability to prioritize and manage multiple tasks simultaneously while ensuring deadlines are met.
Responsibilities
Provide second-line support by taking ownership of technical issues, investigating root causes, and delivering timely resolutions.
Troubleshoot complex issues escalated from first-line support, resolving problems related to networks, servers, applications, and peripherals.
Build partnerships with client stakeholders, including the client's IT team, to support communication, collaborative problem-solving, and incident resolution.
Maintain accurate records of incidents, solutions, and best practices.
Prepare regular reports highlighting trends, recurring issues, and recommendations for process improvements.
Stay updated with technologies, trends, and industry best practices; identify opportunities to enhance service delivery, streamline processes, and optimize the client's IT environment.
Desired Qualifications
IT certifications such as ITIL, CompTIA, or Microsoft certifications.
Are you ready to take your IT support career to the next level? Do you thrive on tackling complex challenges and providing top-notch service? Look no further! We are seeking a highly skilled and passionate Service Desk Specialist to join our dynamic team and support a key clients.
What will your day to day look like?
1. 2nd Line Support: Serve as the go-to problem-solver and hero of the Service Desk, providing exceptional support to our client. Take ownership of technical issues, investigate root causes, and deliver timely resolutions.
2. Technical Expertise: Utilize your in-depth knowledge of IT systems, hardware, and software to troubleshoot complex issues escalated from 1st line support. Resolve problems related to networks, servers, applications, and peripherals.
3. Relationship Building: Forge strong partnerships with key stakeholders, including the client's IT team, to ensure seamless communication, collaborative problem-solving, and efficient incident resolution. Become the trusted advisor for all technical matters.
4. Documentation and Reporting: Maintain accurate records of incidents, solutions, and best practices. Prepare regular reports highlighting trends, recurring issues, and recommendations for process improvements.
5. Continuous Improvement: Stay updated with the latest technologies, trends, and industry best practices. Proactively identify opportunities to enhance service delivery, streamline processes, and optimize the client's IT environment.
About T-Tech
T-Tech is one of the fastest growing IT Consultancy, Support and Cloud Service providers in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it.
Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.
T-Tech has created a working environment that is personally and professionally challenging and enjoyable. At T-Tech you will be joining a talented team that values your input and knowledge. We are looking for highly motivated, talented individuals to join us in realising our vision.
Our Values:
Service Centric
We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.
United
We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging and supporting.
High Standards
We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.
Agile
We are agile in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.
Requirements
- Previous experience in a 2nd line support role, preferably in a fast-paced environment.
- Proficient knowledge of IT systems, including hardware, software, networks, and servers.
- Strong analytical and problem-solving skills with the ability to think critically under pressure.
- Excellent communication and interpersonal skills to effectively interact with clients and team members.
- Ability to prioritize and manage multiple tasks simultaneously, ensuring deadlines are met.
- IT certifications such as ITIL, CompTIA, or Microsoft certifications are highly desirable.
Benefits
Pension after 3 months of employment – T-Tech will match employee contributions up to 4% of salary.
Life Assurance: to provide security for your family, 3x salary
Income Protection: to provide an income in the event of long term illness
Learning environment; the opportunity to work alongside experts in the latest technologies.
Training: we have CBT nuggets
We care about your happiness: We use Friday Pulse
Quarterly events and more, Go-Karting, Games nights, boat parties, Crystal Maze and escape rooms are our style!
Medical cashback with BUPA
Exceptional career progression opportunities
Join our team, and together, we'll embark on an exciting journey of supporting our key client in Aberdeen, delivering exceptional service, and pushing the boundaries of technical excellence.
Apply now to unleash your potential and become an integral part of our Service Desk Team.